About the Council

The Council for Professional Recognition promotes improved performance and recognition of professionals in the early childhood education of children ages birth to 5 years old. The Council works to ensure that all professional early childhood educators and caregivers meet the developmental, emotional, and educational needs of our nation's youngest children. We are dedicated to fostering a supportive and inclusive environment where early childhood educators can thrive and grow. By providing resources, training, and advocacy, we aim to elevate the standards of early childhood education and ensure that every child receives the highest quality of care and education.

Job Summary

The Council for Professional Recognition is seeking an enthusiastic and analytical customer service professional to provide customer support to our ECE Observation Systems Team. The ECE Observation Systems Team supports high-quality services for external Professional Development Specialists. This role will include communication and the main support for the Professional Development Specialists (PDS). The ECE Observation Systems Coordinator will respond to initial inquiries, resolve issues via appropriate channels and work collaboratively with the current staff to resolve cross functional issues. Under the supervision of the Manager of ECE Observations Systems, the ECE Observations Systems Coordinator should have a strong understanding of the Council's ECE observation system, including the CDA credentialing process. This individual will foster a professional and engaging community environment, deliver exceptional customer service, and work to strengthen the Council's brand in partnership with the credentialing department.

Job Responsibilities

• Process high volume of initial customer inquiries promptly and efficiently through unscripted and scripted telephone, email, and chat conversations.
• Resolve incoming inquiries regarding PDS payment issues, technical problems, service questions, and other general concerns.
• Take detailed notes, document customer contacts quickly, and maintain customer records during and after each customer contact in the Council's Customer Relationship Management system.
• Support quality assurance and control mechanisms to ensure PDS compliance with the Council's policies, procedures, and contract deliverables.
• Support adverse quality assurance follow-up with PDS.
• Provide and promote excellent customer service to candidates and PDS alike.
• Assist with the coordination, development, and delivery of training for the PDS (i.e., webinars).
• Work with cross-functional teams to identify, address, and resolve issues, needs and unique opportunities.
• Solve technical problems with minimal supervision.
• Navigate a computer effectively and learn to use multiple web-based systems quickly.
• Provide timely feedback to supervisor regarding challenges or customer concerns.
• Other duties as needed to support the Council as the organization continues to grow.

Key Responsibilities

• Adheres to Council Policies and Procedures.
• Learn and sustain knowledge of all Council programs and services.
• Provide excellent customer service to all Council stakeholders.
• Work with and across departments to develop and maintain a collaborative team relationship .
• Establish an annual professional development plan with goals that are monitored quarterly.
• Recruit, engage and retain business and contractual arrangements.
• Other duties as assigned.

Key Characteristics and Qualifications

• Education: Associate's degree in related field(s) required or equivalent experience. Bachelor's degree preferred.
• Experience: 2 to 4 years' experience with a ECE background preferred.
• Characteristics: Strong customer service expertise, particularly in resolving complex issues. The ideal candidate will possess excellent phone handling skills and active listening abilities. They should be confident in discussing quality assurance concerns and willing to define new operational processes or procedures as needed. Self-motivation and the ability to work under minimal supervision are essential. Additionally, the candidate should have good organizational and prioritization skills, a collaborative work style, and be detail-oriented, capable of thriving in a complex, multi-tasking environment. Proficiency in computer software, with an emphasis on research capabilities and the ability to learn new systems, is required. Bilingual ability in Spanish is a plus, as is the willingness to travel, including occasional overnight stays.

Physical Demands:

Note: The physical demands described herein are characteristic of those that must be met to successfully perform the essential functions of this position. Constantly operates a computer. Regularly required to maintain a stationary position, move about the office, determine what others have said or written, and frequently converse with others and exchange accurate information.

Regularly required to sit, stand, bend, reach, and move about the office. May also include occasional bending, stooping, squatting, and/or pushing and pulling or moving, e.g., to pack, unpack, and/or move cases. Walk up and down stairs often while carrying objects. Required to move, raise, reach, and/or retrieve binders, books, boxes, and files up to ten (10) pounds (lbs.). Sporadically, could be responsible to move, raise, reach, and/or retrieve binders, boxes, cases, and/or files weighing as much as 25 lbs. (Assistance may not always be available.)

Salary: The salary range is $51,000-$61,000. The position is budgeted not to exceed $61,000.